Tuesday, December 18, 2007

Dimension Data/ Cisco Speech survey

I'm in Frankfurt this week and it's always good to catch up with colleagues and partners.

I mentioned the Dimension Data/ Cisco survey on Speech automation in a previous post ("For a Friday - why are contact centres so disliked?"), but it was good to hear today Tim Pearce, one of the survey authors present the findings.

You can find the Dimension Data/ Cisco survey on CRMxchange as a webinar and it's worth watching.

The big thing for me is the difference between what vendors and consumers think of speech automation. Vendors, for example, tend to underestimate why consumers will accept automation (such as to avoid offshore). They also overestimate things like the ability of speech automation to partially meet callers needs and underestimate its ability to meet all needs for some callers. Some good research and well worth a look whether you implement telephone automated service or are considering it.

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